Customer Onboarding Specialist

Overview

Position Title:

Onboarding Specialist

Duration:
Contract to Hire

Work Location:

Naples, FL

Work Mode:
Hybrid (3 days in office, 2 remotes) MONDAYS ARE ALWAYS IN OFFICE

Years of

Experience:

3+ years applicable experience required overall

Industry background:
Banking, Financial, Technology, Hospitality

• Implements moderately complex new products and services for clients. This includes analyzing requirements and gathering deliverables to complete the implementation, performing maintenance on existing client profiles and maintaining client-specific operating procedures.
• May provide sales or consultative support to clients in selected deals.
• Utilizes data provided from sales and/or sales support personnel to establish or update client-specific information for assigned product. Coordinates and produces data for pre-implementation validation.
• Analyzes, assesses and documents client requirements while adhering to established processes and procedures. Verifies implementation work done by other staff.
• Escalates or addresses challenges and may train clients on products and/or services. Ensures positive ongoing client experiences.
• Manages multiple implementations simultaneously; reports/drives progress relative to service level performance. Facilitates/participates in internal and external stakeholder meetings. Guide new restaurant and retail clients through the full Linga rOS onboarding process from kickoff to go-live.
• Conduct onboarding kickoff calls to review hardware, software licensing, menu requirements, and network readiness.
• Perform remote hardware installation and configuration, including PAX devices, printers, Android devices, iPads, KDS, and network components.
• Serve as the primary point of contact for clients during onboarding (first 60 days for clients), ensuring clear communication and timely project updates.
• Review and validate all menu data, modifiers, pricing, taxes, dual-pricing settings, and payment processing configurations.
• Coordinate VAR submissions and ensure payment terminals and payment processing setups are completed accurately.
• Provide training on Linga rOS POS, KDS, Kiosk, Inventory, Loyalty, QR ordering, and online ordering features as needed.
• Manage network sign-off requirements and collaborate with customers to ensure proper infrastructure prior to installation.
• Track project milestones, identify delays or risks, and escalate issues to management when necessary.
• Support clients during their scheduled go-live, ensuring a smooth transition into daily system usage.
• Provide continued onboarding support for 30 days after go-live, ensuring system adoption and addressing post-launch adjustments.
• Record detailed case notes, documentation, and follow-up actions in CRM systems.
• Collaborate closely with Sales, Support, and Onboarding Leadership to ensure handoff consistency and customer success.
• Maintain a high level of product expertise on Linga modules, hardware compatibility, and best practices for deployment.
• Deliver an exceptional customer experience by understanding customer needs, resolving challenges, and ensuring long-term success.

(Min 2+ yrs Of Exp In All Of The Below Skills)

• Ability to troubleshoot technical issues related to hardware, software, and network configurations. (Strong understanding of POS systems, payment processing, and hardware components highly preferred)
• Excellent communication skills with the ability to explain technical concepts in an easy-to-understand manner.
• Strong organizational and project management-type skills, with the ability to manage multiple onboarding projects simultaneously (not a true PM position).
• Comfortable working in a fast-paced environment with shifting priorities and deadlines.
• Proficiency with CRM tools, ticketing systems, and basic data entry/documentation standards. Implementation experience Strong Customer service skills

• Experience working with customers in hospitality, retail, or restaurant environments highly preferred.
• Spanish Bilingual - at least one will be needed, so Spanish speaking would be a big nice to have skill (may be able to flex on some required skills for Spanish…